Technical Operations Consultant

Overview

MONUMENT IS BUILT ON A COMMITMENT TO OUR PEOPLE AND OUR SHARED VALUES. THROUGH OUR GENUINE PASSION FOR DELIVERY, RELENTLESS PURSUIT OF PERFECTION, AND BOLD DECISION MAKING, WE ARE CREATING A MORE AGILE CONTINGENT WORKFORCE SO BUSINESSES CAN DREAM BIGGER AND ACHIEVE MORE.

WE ARE MONUMENT

Our passion is helping clients gain full transparency and control of their contingent workforce while achieving best-in-class performance in cost, quality, and compliance. Best of all, we make it easy.

• Founded in 2003 with a sole focus on Contingent Labor programs and consulting services
• Consultants at our Core - Monument maintains a highly analytical consulting services team which provides a strategic approach unmatched by peer MSPs
• Global MSP with an ecosystem of partners spanning 50 countries and all major regions
• Vendor neutral model relies upon a trusted partner and supplier community
• Partners with industry-leading VMS systems
• More "Gen 1" implementations than any other MSP over the last 5 years.
• Seamless extension of client HR, sourcing, business units, vendors and contractors

• EVERYONE MATTERS
• WE TAKE CARE OF EACH OTHER
• LEADERSHIP IS HERE TO SERVE
• HIGH-CHARACTER AND HARD WORK ABOVE ALL ELSE
• ALWAYS KNOW WHERE YOU STAND
• EXCELLENCE ISN'T THE EXPECTATION, IT'S THE MONUMENT STANDARD

• Configure VMS as subject matter expert.
• Provide Level 1 (L1) and Level 2 (L2) VMS technical support for clients and account teams, deploying solutions, escalating to senior technical resources, or escalating to the VMS directly as appropriate.
• Gather business requirements and understand client business needs.
• Troubleshoot and resolve VMS configuration issues.
• Provide expertise to the client and account management team on VMS configuration, technical errors, integration workflow, and system maintenance.
• Consult on and suggest enhancements for client VMS.
• Maintain support detail classifications on ServiceNow tickets for reporting.
• Provide frequent updates to clients and account teams on planned issue resolution via email, chat, and internal ticketing systems as needed.
• Coordinate technical support with VMS partner support teams as needed.
• Ensure error-free configuration when addressing system issues and enhancements.
• Exceed key performance metrics related to ticket response times and customer satisfaction SLAs.
• Lead client-facing demos of system configuration and functionality.
• Develop VMS system test scripts when applicable.
• Thoroughly test all change requests before moving to production.
• Validate client personnel and financial data to identify gaps.
• Execute VMS uploads for bulk data additions and edits.
• Stage data for testing and demos.
• Maintain compliance controls by managing User Access Requests (UAR).

• Bachelor's degree in Computer Science, Information Services, or a related field preferred.
• 3-5 years of configuration or support experience with SAP Fieldglass.
• 3+ years of experience in VMS technical support or technical implementation.
• Experience using IT Service Management (ITSM) ticketing software such as ServiceNow, JIRA, ZenDesk, or equivalent.
• Experience supporting integration design, testing, or maintenance.
• 3+ years of experience in a corporate setting.

• Advanced skills in Microsoft Excel, including familiarity with XLOOKUP, VLOOKUP, and Pivot Tables.
• Proficiency in Microsoft Office, particularly Word and PowerPoint.
• Familiarity with internet browsers like Google Chrome and Microsoft Edge.
• Strong organizational skills with attention to detail.
• Ability to prioritize multiple concurrent requests effectively.
• Clear verbal and written communication skills.
• Capability to set and manage expectations around deliverables and timelines.
• Willingness to ask for help and receive coaching.
• Ability to break down technical concepts and solve problems.
• Competence in explaining technical issues to audiences of various sizes and technical abilities.
• Ability to learn complex concepts through formal training, coaching, and self-study.
• Willingness to travel up to four times a year for annual conferences and on-site client visits.